Friday: receive router in mail with a note that says it can't be used until Saturday at 5pm (the website says 8pm though so who knows)
Saturday at 5pm: plugs internet in, it doesnt work. we call customer service, who says the order is pending so wait 24 hours and try again.
Sunday: Still doesn't work so we call again. They tell us the order is "pending" (whatever that means), which they can't help us with so they transfer us to another department... this department is only open Monday-Friday.
Monday: Our order is still pending. They tell us they'll have a tech out before 5pm that day. We stay home all day waiting for this technician. At 5pm we call you ask if he's still coming (mind you, EVERY time we call we go through so many prompts and confirm our name and phone number and last four of social and a good call back number, etc.), and they tell us the techs are very backed up in the area... he may or may not be coming in the next hour and a half BUT if he doesnt show up, he'll be there first thing in the morning. We ask if there's a way to know if he'll be coming, as we've already waited at home the entire day for him. They said to call back later that night, as there's no way to keep us updated..... WTF. The customer service representative also gave us a reference number to give future reps so we could stop explaining all pieces of the story.... not ONE represenatitve has let me give them that reference number. So we have to repeat each piece of the story EVERY TIME WE CALL. Each time we call is 40 minutes to an hour spent on the phone being transferred over and over again and re-explaining the story. Nobody knows what's going on, but surely another department will.
Tuesday: We call early in the morning to see what time the tech should arrive. The customer service representative tells us it should be "before 5pm" AGAIN, but that we don't need to stay home waiting - it's outside work they'll be doing.... WISH WE KNEW THAT YESTERDAY! We ran errands, returned home after 5pm and STILL. NO. INTERNET. We call them again, got transferred 2-3 times, only to be told by the customer service agent that "he's not a technician so he doesn't know what the problem is, but that it's an issue with something outside." The people in our home before us had internet, so we know the home is capable of having it.... We ask who we can talk to that might know the answers to any of our questions, the solution to ANY of our problems... he is all the while speaking to us in a very condescending tone. He says "OH you want to know WHEN you'll have internet, not WHY YOU DONT HAVE internet...." Then he tells us that he's emailed two supervisors, "who probably won't call us today because it's late in the workday, but maybe, perhaps AS EARLY AS tomorrow. But maybe not tomorrow because he doesn't know their exact work schedules, and what if they're on vacation, etc." I ask how to mail it all back because clearly we're never getting internet, and he says there might be a return label in the box it came in (there isn't) and "you can maybe take it to like a post office or something?"
Long story short: ended up canceling and getting a new service provider. Even canceling was an ORDEAL. Always had to transfer us and then we'd have to call another number, etc. etc. etc. AWFUL. Now waiting on return label for router that never worked anyway. read more
